Top 5 U.S. Bank Dramatically Reduces Customer Wait Time with Verint Queue Management
A large retail bank enhances customer experience with digital queue management.
Results
- 51%
reduction in customer wait time in select branches, and 38% overall reduction.
- Up to 20%
decrease in customer walkouts in high volume branches.
- 10%
reduction in average customer service times, increasing operational efficiency.
About the Top 5 U.S. Bank
A large retail bank was struggling with in-branch customer service and satisfaction, especially in its largest branch locations. Walk-in customers were waiting for banker service in areas of the branch without formal queues, creating lobby congestion. Branch staff would attempt to manually track who was waiting but would often struggle to identify the reason for each customer’s visit and who was next to be served. Employees also had no way of informing customers on how long they might need to wait for service.
Opportunity
The bank’s paper-based sign-in process required employees to manually record customer details, leading to inconsistent documentation and raising privacy concerns, potentially exposing confidential customer information. This manual process also lacked digital reporting capabilities, leaving bankers without insights into what kind of service customers needed and the ability to measure service success. In addition, there were no controls in place to help ensure customers were served in the order they arrived.
The bank sought a solution that could help it eliminate manual customer tracking and serve customers in a more equitable and efficient way that enhanced the overall customer experience (CX). The bank also wanted to boost the employee experience by setting its bankers up for success with the help of technology.
Solution: Verint Queue Management
The bank partnered with Verint to deploy Verint Queue Management. Branch or lobby managers are now able to add customers into a virtual queue when checking them in via a tablet or directing them to a QR code or kiosk to self-serve. The branch can now capture the reason for the customer’s visit and even the customer’s language preference. This information helps branch managers assign the most knowledgeable banker available to meet each customer’s specific needs.
Once on the virtual waitlist, customers are sent SMS messages letting them know their position in line, along with their estimated wait time. When their time for service draws near, they are notified again. In the meantime, they are free to decide if they would like to stay in the branch and wait, or leave the branch to run an errand, knowing their spot in line is secure. Providing an informed wait time makes customers feel empowered and allows them to best leverage their time, ultimately enhancing CX.
Verint Queue Management also allowed the bank to provide its bankers with better visibility into customers who were waiting. Understanding customer needs in advance of interactions gives bankers time to prepare, enabling more personalized interactions with customers and better sales and service outcomes.
Benefits
Enhanced efficiency and empowered bankers
By implementing Verint Queue Management, the bank was able to automate its customer check-ins and eliminate the need for paper logs, improving efficiency and helping to ensure the confidentiality of customer information. The new digital queuing system provides real-time alerts to employees when a customer joins the queue for service. Branch employees no longer need to manually track who comes next for which service type. Instead, bankers are empowered with insights into their upcoming customer interactions, which enables them to exceed customer expectations.
Reduced wait times
Since Verint Queue Management was put in place, the bank has reduced customer wait times by 38 percent overall, with some branches seeing a more than 50 percent reduction. The bank also saw up to a 20 percent decrease in customer walkouts in select branches. By improving the wait time experience, the bank increased CX and significantly improved customer net promoter scores (NPS).
Improved performance tracking
The insights gained from Verint Queue Management also enabled the bank to better track performance across different branches. By reducing the average customer service times by 10 percent, the bank increased operational efficiency. Branches with longer service times could easily be identified, which allowed for process and sales improvement opportunities. Subsequently, the bank is now exploring integration options to eliminate duplicative efforts for bankers, with a goal of automatically syncing data between Verint Queue Management and the bank’s CRM system.
With Verint Queue Management, the bank has been able to proactively manage and improve the customer wait time experience, reduce walkouts, enhance customer engagement, increase NPS, and improve employee satisfaction.
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